What is ServiceDesk Plus?

"ServiceDesk Plus is a web-based ITIL-ready help desk software with integrated asset and project management."

ManageEngine ServiceDesk Plus is a help desk software and asset management tool. ServiceDesk Plus integrates your help desk requests and assets to allow you manage your IT in an effective way. The software helps you implement ITIL best practices and troubleshoot IT service requests faster.

Flexible knowledge base with an option to add unlimited KB articles and allows users to easily search the information

Web based portal to submit service requests & Incidents.

Restore normal service of operation quickly with the comprehensive incident management

Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.

Discover every asset in your network with the efficient auto discovery options

Provide structured and prompt handling of all changes in your IT infrastructure.

With the new agent based scanning, you can access any system from the remote network, independent of their location.

Showcase the offered IT services to your end user and give a new face to your IT.

Scan your network and automatically discover all the software available in your organization

Stay informed about your tickets and keep your technicians and end users up to date on the status
of the tickets by email and sms.

Manage your purchases right from the birth of the PO

Auto assign feature distributes tickets based on the existing load on your technicians

Manage Contracts with different vendors seamlessly

Automatic email to ticket conversion using email commands

ServiceDesk plus allows you to import users and their informations from Active directory and LDAP
with a simple easy to use interface.

Archive your old, unused data and improve your helpdesk performance.

Support multiple sites and customize your configurations for every site according to their unique
working procedure.

Generate detailed reports about your Help desk performance & metrics.

Automatically reset the password, by integrating the ticketing system with the Active Directory.

Know the satisfaction level of your end users with the ServiceDesk Plus survey option.

ServiceDesk Plus scored 86/100 in the IT Service Management (ITSM) category.
This is based on user satisfaction (82/100), press buzz (51/100), recent user trends (falling), and other relevant information on ServiceDesk Plus gathered from around the web.

The score for this software has declined over the past month. What is this?

IT Service Management (ITSM) Software Buyer Guide 2020

Product recommendations, vendor rankings, market overview and tips on how to select IT Service Management (ITSM) software for business. Published in June 2020.

Broadly, IT service management refers to the way in which IT services are planned and delivered to end users within an organization. This software category covers a wide range of products, with different products focusing on different aspects of ITSM, such ...

What are some applications ServiceDesk Plus is commonly used in tandem with?

Does ServiceDesk Plus offer guides, tutorials and or customer support?

Yes, all relevant resources like admin guide, user guide, online user manuals, and best practice documents are available on our site. Customers can also avail 24->5 telephonic, community, mail, and live web support.

What is ServiceDesk Plus generally used for?

ServiceDesk Plus is used to manage IT, support and deliver IT services to end users/employees of an organization.

Does ServiceDesk Plus offer multi-user capability (e.g. teams)?

Yes, ServiceDesk Plus offers multi-user capabilities to the IT technicians.

"Lots of bells and whistles, no workflow"

What do you like about ServiceDesk Plus?

The software has everything you need to create and manage a service desk, ticket handling, technician groups, ad integration, templates, etc.

the asset management is loaded with things to keep you busy

it has a full-blown project management plugin if you like waterfall

the contracts portion has been very helpful

What do you dislike about ServiceDesk Plus?

the UI is very dated, some of the processes are very convoluted and could be much more efficient, the ad integration is finicky and any changes made to your AD structure will most likely break the service desk, the asset management while having lots of info is difficult to search, search as a whole in this system is lacking. could use better workflows to route tickets more efficiently

What have you been using it for and what problems did ServiceDesk Plus solve?

we've used it for about the last 4 years to manage our helpdesk staff, we are currently developing an in-house solution as SDP is just too much for what we need.